1st Line Support Engineer

Head Resourcing
£18000 - £20000 per annum + Bonus and benefits
21 Apr 2017
20 May 2017
Contract Type
Full Time
1st Line Support Engineer

Are you passionate about IT and have some experience with 1st line support?Are you eager to learn and advance your career? If so, this is the opportunity for you to forge your career!

Our client is looking for ambitious individuals to join their IT Support team, to be an integral part of ensuring the success of the team.

You will receive exceptional training and mentorship, to enable you to succeed and further your career.

Main responsibilities:

*Recording of all Incidents/Requests in the ITSM database and responding to these within agreed Operational Level Agreements.
*Correctly prioritisation and categorisation of Incidents and Requests
*Application of incident and problem matching to restore service quickly by applying known error workarounds.
*Aid in diagnosing the cause of the incident through a structured process of investigation co-ordinating both internal and external support teams as necessary.
*Provide full incident closure details including root cause analysis
*Assume ownership of assigned incidents providing clear communication and notification as required to the business and other service disciplines.
*Contribute to the service knowledge bases (CMDB, KEDB) and provide knowledge transfer to colleagues and other support teams as required.

Competencies - it is important to have knowledge in some of these areas, but training will be provided.

*Experience in supporting nTier Environments
*Broad understanding of information systems and web technologies
*Ability to co-ordinate unsupervised, the support activities of internal and external support providers
*High level of customer service awareness with exemplary communication skills
*An analytical, trouble-shooting mindset, with a problem-solving personality
*Tenacity to go that extra mile to get the information it takes to understand a problem
*Take responsibility and ownership of all incidents and requests
*Ability to work outside of the area covered by their current knowledge
*Knowledge of Active Directory, O365 Exchange, Windows 7/8/10, Server 2008.

The role offers a salary of up to £20,000 p/annum, with a bonus and a good benefits package.

If you are passionate about IT and wish to learn and improve yourself, do apply!